This month's article comes from Power Team contributor Dana Sabean...

As a trainer at world famous L.L.Bean Inc, I taught thousands of new hires to recognize that every customer wears a sign that reads "Look at me, I'm important."  The idea is that if you "read" the sign and respond appropriately, you will give great customer service.

As an independent training consultant, I still teach people to read the sign in my customer service workshops.

As a customer, I find that not many are "reading" my sign;

In person: On a recent business trip I stopped at a store.  I was standing up front, on my toes in an attempt to see the directional signs.  Clearly, I needed help.  I could have been invisible to the staff; no one even asked if they could help me, much less read my sign.

On the phone: Trying to clear up a billing error.  They had posted a $2400 payment to my account, a payment I did not make.  You would think they would be glad to correct the problem, I felt as though I inconvenienced them!  This, incidentally, has been my third billing error with this company.

By mail: This same company sent me a solicitation this past weekend.  The letter starts "Dear valued customer." I ask you, why am I treated like a criminal when there is a billing error and somehow become a valued customer when they want to sell me something?  I'm insulted.

Will I buy from these companies?

You can bet not.

With competition so strong and customer loyalty the goal, can you afford to ignore the customer right in front of you?  We aren't "just looking" we don't have time for that.  Help us!

Today, imagine every one of your customers is wearing a sign that reads, "Look at me, I'm important" take a minute to treat them like they ARE important and monitor the results.  I guarantee that you will be rewarded. It's that simple.

Dana Consulting LLC

danalpc@suscom-maine.net